Technical Escalation Manager Lenovo

Lead critical technical escalations for Lenovo in Morrisville, North Carolina, coordinating complex resolutions across teams, partners, and customer stakeholders.As an Escalation Manager within Lenovo’s Worldwide ISG Client Care team, you will lead case-by-case responses to complex technical issues. You will establish ownership, coordinate technical resources, and maintain consistent communication. The work centers on restoring customer operations and confidence through structured resolution plans, customer presentations, and executive updates.Key Responsibilities:
Lead cross-functional resolution efforts for critical customer situationsMobilize resources and drive coordinated action plansOwn customer escalation communications and commitmentsKeep senior and executive management informedComplete documented lessons-learned reviews after escalationsRequirements:
Seven-plus years in escalation management or technical project managementAt least two years in customer-facing workExperience in server, datacenter, or infrastructure environmentsMaster’s degree preferredPMP or PMI certification preferredApply technical escalation leadership, customer communication, and infrastructure experience to restore operations through Lenovo’s structured resolution process.
#J-18808-Ljbffr